Manager, Vendor Management

Manager - Vendor Management

Customer Engagement Services (CES) is seeking an experienced and strategic BPO Vendor Manager to oversee and manage third-party contact center vendor relationships supporting high-volume customer service operations. This role is critical to ensuring vendors meet performance expectations, align with company values, and deliver consistent, high-quality customer experiences. The ideal candidate will bring a blend of operational expertise, vendor governance experience, and a passion for performance improvement in fast-paced environments. The individual in this position will be expected to perform additional job-related responsibilities and duties as assigned and/or necessary.

About the team: CES Operations manages ~100M contacts annually across over three dozen lines of business to include eComm customers, store associates, Spark drivers/applicants, specialty businesses, fraud, and more. The network is comprised of thousands of Walmart associates across 26 states in the US and India. In addition, CES manages a network of outsource partners globally to meet the volume demands of our growing eComm business. We partner closely with business owners to ensure that the right support models are in place to manage experiences with high quality and efficiency. We strive to embody Walmart's mission to be people led and tech powered.

What you'll do:

• Serve as the POC for all BPO/vendor relationships supporting contact center operations.
• Oversee day-to-day vendor performance and ensure alignment with service level agreements, key performance indicators, and contractual obligations.
• Partner with internal teams to support seamless vendor operations and continuous improvement.
• Conduct business reviews, performance audits, and root cause analysis to ensure quality, efficiency, and compliance.
• Collaborate with procurement and legal teams on contract negotiations, renewals, and issue resolution.
• Develop and implement vendor scorecards, dashboards, and reporting tools to track performance.
• Identify process gaps and recommend corrective actions or strategic initiatives to improve outcomes.
• Travel as needed
• Maintain awareness of industry best practices, technologies, and regulatory requirements.

What you'll bring:

• Bachelor's degree in business administration, Operations Management, or a related field (or equivalent experience).
• Minimum 5 years of experience in BPO/vendor management, preferably in a high-volume contact center environment.
• Strong knowledge of customer service KPIs (e.g., AHT, CSAT, FCR, QA scores) and workforce management principles.
• Experience working with cross-functional teams and managing multiple vendor relationships across geographies.
• Proficiency in tools such as Microsoft Excel, PowerPoint, and contact center platforms (e.g., NICE, Genesys, Zendesk, Salesforce).
• Demonstrated ability to manage performance metrics and implement continuous improvement strategies.
• Excellent communication, negotiation, and interpersonal skills.
• Strong analytical and problem-solving abilities.

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.

Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

The annual salary range for this position is $70,000.00-$130,000.00.

Additional compensation includes annual or quarterly performance bonuses.

Minimum Qualifications: Bachelor's degree and 2 years' experience in security systems, contracting, procurement, or related area OR 4 years' experience in security systems, contracting, procurement, or related area.

Preferred Qualifications: Project Management

Primary Location: 702 Sw 8Th St, Bentonville, AR 72716, United States of America